Therese Reyes Cruz

THERESE ANNE R. REYES - CRUZ ​ ​ PROFESSIONAL SUMMARY Detail-oriented and tech-savvy professional with a strong background in customer service, training, and process optimization. Eager to contribute to organizational success by providing high-quality service, building internal resources, and leveraging digital tools for efficiency and growth.​ ​ SKILLS & ABILITIES ●​ Bilingual Communication: Fluent in English and Filipino with excellent written and verbal communication skills. ●​ Training & Facilitation: Experienced in delivering effective training through recorded modules, live virtual platforms (Zoom, Google Meet), and in-person sessions. ●​ Analytical & Detail-Oriented: Highly attentive to detail with proven ability in report creation, data validation, and fraud detection support. ●​ Customer Service Expertise: Skilled in providing high-quality customer service across multiple channels (emails, calls, chat, and videocalls) with a focus on issue resolution, customer satisfaction, and retention. ●​ Professionalism & Adaptability: Demonstrates strong interpersonal skills, professionalism, and a growth mindset; highly adaptable and eager to embrace new learning opportunities. ●​ Systems & Platforms: Strong command of both macOS and Windows environments; proficient in Microsoft Office (Word, PowerPoint, Excel) and Google Workspace (Docs, Forms, Sheets, Slides, Drive, Gmail, Calendar). ●​ Process Automation & Integration: Skilled in building cross-platform automations and workflows using tools like Zapier, Asana, Typeform, Slack, Notion, Shopify, Zowie, and Klaviyo to streamline operations. ●​ CRM & Customer Support Tools: Familiar with CRM platforms including Zendesk, Freshdesk, Freshchat, Loop, and Zowie to manage customer inquiries across email, chat, and phone channels. ●​ Instructional Design: Proficient in developing onboarding programs, SOPs, and training documentation using Notion, Canva, Google Slides, Kahoot!, Quizizz, and Figma. ●​ AI Utilization: Adept at incorporating AI tools such as ChatGPT and Gemini AI to enhance productivity, improve communication, and support data-driven problem-solving. WORK EXPERIENCE ​ ​ Monos Travel Ltd. Care Specialist II January 2022 - Present​ ​ 9.0 Niner IELTS Review Center IELTS Review Lecturer January 2020 – December 2021 Amazon Operation Services Philippines, Inc Customer Service Associate (Seasonal) April 2021 - September 2021 ​ Amazon Operation Services Philippines, Inc. Customer Service Associate (Seasonal) October 2020 - January 2021 ​ RareJob Incorporated Part-Time Home-Based Online English Tutor March 2019 – December 2019 ​ Convergys Philippines Incorporated Retentions Specialist July 2018 - December 2018 ​ Alorica Corporation Philippines Relationship Manager September 2017 - May 2018 ​ SiTEL Corporation Philippines Customer Service Representative (Seasonal) July 2016 - September 2016 ​ SPi Global Customer Service Representative (Seasonal) April 2016 - June 2016 ​ Ramon Magsaysay High School Pre-service Teacher November 2015 - March 2016 ​ ​ EDUCATION ​ ​ Philippine Normal University – Manila Bachelor of Secondary Education Major in English 2012 – 2016 ​ WORKSHOPS & TRAININGS ​ Virtual IELTS Teacher’s Training on Strategies for Teaching 4 Components of the IELTS Test, 2020 IDP IELTS Philippines, Manila ​ Outcomes-Based Co-Curricular Program (OBCoP) Workshop, 2015 ​ Philippine Normal University, Manila ​ The Pinoy Language Classroom in the Global Context: From Policy to Delivery, 2015 Philippine Normal University, Manila ​ International NeuroELT Conference, 2015 Philippine Normal University, Manila ​